Service Desk Support Specialist

3 weeks ago


GondrecourtleChâteau, Grand Est, United States Impact Group Inc Full time
Job Title: Service Desk Analyst

At Impact Group Inc, we are seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing technical support and assistance to our customers, ensuring their satisfaction and helping them operate technology smoothly.

Key Responsibilities:
  • Ticket Troubleshooter: Resolve tickets promptly and accurately, prioritizing critical issues to ensure minimal downtime and operational disruptions.
  • Software Sherpa: Assist users with software installations, configurations, and troubleshooting, ensuring our systems are utilized effectively to support business operations.
  • Hardware Hero: Provide comprehensive support for hardware issues, including desktops, laptops, and peripherals, ensuring swift resolutions to maintain productivity.
  • User Access Sentry: Manage user access requests and permissions meticulously, upholding security protocols while facilitating seamless access for authorized personnel.
  • Incident Investigator: Investigate and escalate incidents promptly, adhering to our ASA (Average Speed to Answer) of under 60 seconds for critical issues.
  • Knowledgebase Maestro: Contribute actively to our knowledge base with a minimum of 1 contribution per week or 4 per month, empowering users and streamlining issue resolution across the organization.
  • Training Navigator: Deliver effective user training on IT systems and tools, promoting self-service capabilities and enhancing user proficiency to reduce dependency on support.
Requirements:
  • Tech-savvy: Knowledge of office automation products, databases, and remote control.
  • Attention to detail: Demonstrate strong attention to detail.
  • Exceptional communication skills: Excellent communication skills.
  • Commitment to customer service excellence: Commitment to customer service excellence.
  • Flexibility and adaptability: Exhibit flexibility, adaptability, and a proactive approach to problem-solving.
  • Leadership qualities: Embrace our company values and exhibit leadership qualities by setting a positive example.
Accountable Metrics:
  • SLA Compliance: Maintain a minimum of 85% compliance for P1 through P5 priorities.
  • ASA (Average Speed to Answer): Maintain an ASA of under 60 seconds for critical issues.
  • CSAT (Customer Satisfaction): Maintain a CSAT score of 4.6 or higher, reflecting user satisfaction with support interactions.
  • Knowledge Contributions: Contribute at least 1 item per week to the knowledge base, fostering a culture of continuous improvement.
  • QA Reviews: Achieve a 95% compliance rate on Quality Assurance reviews, ensuring consistent service quality and adherence to standards.
Qualifications/Experience/Education:
  • BSc/BA in IT, Computer Science, or a relevant field: Preferred but not required.
  • Proven experience: Proven experience as a help desk technician or in a customer support role.
  • Good understanding of computer systems: Good understanding of computer systems, mobile devices, and other tech products.
  • Ability to diagnose and resolve basic technical issues: Ability to diagnose and resolve basic technical issues.
  • Proficiency in English: Proficiency in English (fluency in other languages a plus).


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